When a customer contacts us again regarding a unit that was repaired/replaced but is not working or has other issues, we must create a NEW ticket interaction.
If the service center deemed the unit unrepairable or we replaced it, make sure to enter this unit's information in the product section. Remember that the warranty remains the same as the faulty unit. Obtain the purchase date from the original ticket and ask for the serial number of the new unit (if replaced) to fill out this information on the new ticket.
IMPORTANT: Before ending the interaction, we must mention that we have created a new ticket so the customer knows the new reference number.